Summary
Work History
Education
Skills
Timeline
Generic

Michelle Montoya

Albuquerque,NM

Summary

Accomplished Customer Service Manager with a proven track record at HME Specialists, enhancing customer satisfaction and loyalty through expert complaint resolution and team leadership. Skilled in Microsoft Office and fostering strong customer relations, I significantly reduced complaints and improved team efficiency. My approach emphasizes problem-solving and meticulous attention to detail, driving operational excellence and staff development.

Work History

Customer Service Manager

HME Specialists
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Rehab Division Manager

HME Specialists
  • Identified areas of improvement in operational workflows to better align resources with organizational goals.
  • Developed strong team dynamics through regular communication, collaboration, and goal-setting initiatives.
  • Reduced costs by identifying inefficiencies and implementing cost-saving measures across the division.
  • Controlled costs by streamlining operations and reducing waste.
  • Enhanced employee performance with comprehensive training programs and ongoing professional development opportunities.
  • Ensured regulatory compliance by staying up-to-date on industry standards, guidelines, and policies, conducting internal audits as necessary.
  • Boosted customer satisfaction rates by addressing concerns promptly and effectively resolving issues.
  • Improved workforce morale and reduced turnover through introduction of comprehensive employee development programs.

Resupply Team Lead

HME Specialists
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Education

Diploma -

West Mesa High School
Albuquerque, NM
05.1987

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Time management
  • Training and mentoring
  • Excellent time management skills
  • Adherence to high customer service standards
  • Complaint resolution
  • Team building and leadership
  • Effective workflow management
  • Relationship building
  • Quality assurance
  • Handling escalations
  • Staff training
  • Meticulous attention to detail
  • Escalation handling
  • Schedule coordination
  • Shipping, receiving, and warehousing
  • Staffing coordination
  • Report preparation
  • Purchasing and procurement
  • Quality assurance controls
  • Service delivery optimization

Timeline

Customer Service Manager

HME Specialists

Rehab Division Manager

HME Specialists

Resupply Team Lead

HME Specialists

Diploma -

West Mesa High School

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Michelle Montoya